Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers ‐ and our people.
Reporting to the Senior Director of Workforce management, the Manager Workforce Forecasting and Analytics partners with the management team to meet and exceed service levels and response time objectives. The position is responsible for building and analyzing statistical models to develop Long and short term multi-media plans. This person is responsible for developing and managing capacity plans to ensure a positive customer experience and improved business results.
Manages all aspects of workforce forecasting and load balancing for contact center activities across multiple sites, optimizing service and quality levels and ensuring most efficient use of resources. Develops and delivers necessary reporting to senior leadership for visibility on areas of successes and challenges, This position performs the administrative and facilitative coaching and development duties necessary to lead and maintain a high performing team that is motivated to achieve the business goals of the division, the call center and the Company. Continually identifies opportunities for process improvement, revenue generation, revenue protection, first call resolution, and customer retention. Coaches and develops team to achieve positive and sustained customer satisfaction.
Qualifications / Requirements
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace.